By Arunima Rajan

Think of the bill you carry out of D-Mart on Sunday evening. Every packet of rice, each bar of soap, the carry-bag fee: all laid out in tidy rows, price against price. The Centre now wants your hospital bill to look just as clear. Working with the Bureau of Indian Standards, it is drafting one billing format for every hospital, nursing home and diagnostic centre. The goal is a single sheet that patients can scan as easily as that supermarket receipt. If adopted, the new form will strip away the catch-all headings that hide costs. Room rent will sit next to room grade. Doctor consultations will stand apart from specialist visits. Surgery charges, surgeon’s fees, anaesthesia and theatre time will each claim their own line. Down the page, every test—from a simple blood panel to an MRI—will appear in plain words with its exact rupee value.

The push follows rising anger over opaque bills and a Supreme Court nudge asking why private hospitals still bundle prices. Yet a template alone will not solve everything. Big hospital chains, already running cloud-based systems, can add new fields with a software update. Small clinics that keep ledgers by hand must buy fresh software, rebuild old codes and train clerks who have never typed a batch number. Staff will need clear scripts and dry-run drills so a question about a CT scan earns a straight answer, not a shrug.For patients, a line-by-line bill should mean fewer arguments at discharge and, over time, renewed trust in private care. Hospitals may benefit, too. A uniform, legible bill can ease accreditation audits and let early adopters showcase transparency as a mark of professionalism.

No one knows the fine print better than Dr Girdhar Gyani, Director-General of the Association of Healthcare Providers of India. In the interview that follows, he sifts through the draft, sizes up the workload for hospitals large and small, and shares a practical checklist: audit current workflows, automate coding where possible, build cross-functional teams and nudge frontline staff to see clarity as part of patient care.

From your perspective, how prepared are private hospitals to implement the new standardised billing format, and what specific operational challenges might they encounter initially?

Preparedness of Private Hospitals for Standardised Billing

To begin with let me clarify that proposed standardised billing format is not about fixing treatment charges for various procedures, which in any case will vary from hospital to hospital. The proposal is only about standardising the billing format. As regards to the difficulty in adapting such format, larger institutions with digital billing systems may adapt faster, while smaller hospitals face challenges due to manual processes. Initial operational hurdles include staff training, integrating new software with legacy systems, reconciling diverse billing codes, and managing resistance to procedural changes.

How do you think standardised billing will influence patient trust and satisfaction in private hospitals, particularly in terms of reducing billing disputes?

Impact on Patient Trust and Satisfaction

Standardised billing will enhance transparency, reduce ambiguities in charges, and minimise disputes. Patients benefit from clear itemisation, fostering trust. Proactive communication about billing changes can further boost satisfaction by setting accurate expectations.

Given that many private hospitals have diverse billing structures, how can CXOs streamline their processes effectively to align quickly with the new BIS billing standards?

Streamlining processes for CXOs

CXOs should:

Conduct audits to map existing workflows against BIS standards.
Invest in centralized billing platforms to unify disparate systems.
Form cross-functional teams (IT, finance, operations) for rapid alignment.
Prioritize high-impact areas (e.g., outpatient services) for quick wins.

Could you share practical advice on how private healthcare providers can sensitise their administration and frontline staff to smoothly adopt and communicate these billing changes to patients?

Staff Sensitisation Strategies

Role-specific training (e.g., front desk vs. billing teams).
Simulated billing scenarios to build confidence.
Develop FAQs and scripts for patient interactions.
Incentivise staff adoption through recognition programs.

Considering the potential increase in administrative workload due to detailed itemisation, what measures would you recommend hospitals take to prevent delays or disruptions in billing?

Mitigating Administrative Workload

Automate itemisation using AI-driven tools for coding and error detection.
Outsource non-core tasks (e.g., data entry) temporarily.
Implement staggered billing cycles to avoid bottlenecks.

From a quality and accreditation standpoint, how does adopting standardised billing practices help hospitals achieve better compliance and industry benchmarks?

Compliance and Accreditation Benefits

Standardised billing aligns with NABH/NABL benchmarks, simplifies audits, and demonstrates adherence to quality protocols. Consistent documentation also reduces non-compliance risks during accreditation renewals.

Do you foresee this standardisation impacting the pricing strategies of hospitals? How should CXOs adjust their pricing transparency to stay competitive without negatively impacting revenue?

Pricing Strategy Adjustments

Standardisation may pressure hospitals to justify pricing variations. CXOs should:

· Adopt tiered pricing for services (basic vs. premium)

· Highlight value propositions (e.g., shorter wait times, superior care)

· Use transparency as a marketing tool to attract cost-conscious patients.

Are there lessons from international healthcare systems that Indian hospitals could learn from regarding implementing transparent and patient-friendly billing practices?

International Lessons

US: UB-04 forms for uniform claims.
Germany: DRG-based billing for procedure clarity.
Singapore: Pre-treatment cost estimators via patient portals.

Indian hospitals can adopt digital pre-authorisation tools and upfront cost disclosures.

Technology will play a crucial role here. What kind of IT infrastructure or digital tools would you suggest hospitals invest in to ensure seamless transition and ongoing compliance?

Technology Investments

EHR-integrated billing modules.
Cloud-based platforms for real-time updates.
Block chain for immutable transaction records.
Patient-facing apps for bill tracking and queries.

Beyond regulatory compliance, how can hospitals CXOs strategically leverage this transparency initiative as a differentiator in enhancing their reputation and competitive advantage in the healthcare market?

Strategic Differentiation for CXOs

Promote billing transparency in branding campaigns.
Publish comparative pricing reports to showcase fairness.
Link transparency initiatives to CSR efforts (e.g., subsidized packages for low-income groups)
Leverage patient testimonials on hassle-free billing experiences.

Got a story that Healthcare Executive should dig into? Shoot it over to arunima.rajan@hosmac.com—no PR fluff, just solid leads.

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